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Want to see ice Contact Center in action? Come see us at CCW on June 22-25, 2026. Get exposed to the latest in CX automation.

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iceReporting

Historical Reporting

Gain clearer insight into service performance with iceReporting, helping supervisors analyze trends and make informed decisions.

Request a Demo

Unlock insights from past interactions

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Gain actionable insights from historical data

iceReporting lets supervisors and managers analyze trends and uncover bottlenecks, enabling smarter staffing, workflow optimization, and improved customer service.

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Make data-driven decisions with ease

Our customizable reports provide clear, actionable metrics for leadership and regulatory needs, helping teams make informed decisions to enhance efficiency and maintain quality standards.

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Save time with automated reporting

Schedule the reports you need and deliver them automatically via email or view them in iceReporting, reducing manual work and ensuring the right insights reach the right people at the right time.

Reporting that turns insight into action

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Information on queues, users, teams, contacts, and more
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Over 100 customizable reports
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Ability to generate reports in a variety of file formats (Crystal Reports, Microsoft Word, Excel, PDF, HTML, RTF, and data-only reports)
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Scheduling capabilities
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Convenient distribution through email
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Ability to customize reports based on agent, queue, time period, or other parameters
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Role-based access control

Additional Resources

ONE-PAGER

The power of historical reporting

Learn more about how iceReporting enables you to make informed decisionsin order to optimize your contact center performance.

Download Now
PRODUCT

Stay informed with real-time monitoring

Track key contact center metrics in real time and receive instant alerts to quickly address issues, optimize performance, and keep operations running smoothly.

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PRODUCT

Unlock actionable Contact Insights

Gain a deeper understanding of your contact center’s performance with detailed metrics and trend analysis to drive smarter decisions.

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Frequently Asked Questions (FAQs)

Can I schedule reports automatically for the contact center?
Are contact center reports available to all users?
What are KPIs in a contact center?
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Turn data into action with iceReporting

Discover how historical reporting can provide actionable insights to optimize your contact center performance.

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